Silicon Valley Bank
Relationship Advisor II (Finance)
Manages a portfolio of clients and responsible for growing and nurturing the relationships to increase SVB product awareness; penetration; counter competitive activity; and serves as first point of contact supporting client on inquires related to client accounts. Relationship Advisors (RA) work as key member of the client-facing relationship team to provide exceptional service on day-to-day banking needs. The RA manages a portfolio of borrowing and non-borrowing clients and is responsible for deepening relationships to increase client satisfaction, monitors product penetration, independently qualifies banking solutions, and makes day-to-day credit decisions. The RA is considered the "eyes and ears" to the relationship team, as the RA typically has first contact on daily banking needs and maintains a pulse on client satisfaction.
RA's lead the following five core responsibilities: new client onboarding, service support of in-bound inquiries, risk advice (Know Your Client (KYC) and Fraud), client success, and client contract maintenance. Makes impactful decisions and demonstrates independent discretion with respect to their five core responsibilities.
Prospect to Client Strategy:
Leads and optimizes welcome experience for borrowing and non-borrowing clients and performs proactive touchpoints to qualify appropriate solutions; collaborates with the Relationship Manager and/or Product Advisor team to ensure a timely and quality onboarding experience. Proactively sets expectations on account structures, KYC documentation requirements, and overall engagement model with SVB. Includes orienting new employees of existing clients to on-line SVBs products and services. Coordinates and hands off execution of account opening process to centralized support teams.
Service Support:
Acknowledge and orchestrate fast resolution of in-bound service inquiries; effectively transfer named service tasks to appropriate support teams for management and resolution. Research and resolve complex inquiries; monitor cases until closed with satisfactory results for client; go beyond the transaction and identify broader solutions and trends. Perform close the loop activities to streamline service experience and provide satisfactory client results.
Manages Escalations without guidance from Manager or higher-level team members.
Risk Advice:
Proactively anticipate and advise on two types of risk activities: KYC and Fraud Mitigations. For KYC: proactively anticipate and coordinate KYC Periodic Request requirements for borrowing and non-borrowing clients; monitor weekly KYC Restrictions and drive resolution, including collection of KYC information and collaboration with internal teams on periodic client reviews.
For Fraud Mitigations: evaluate risk, lead client discussions, and recommend fraud mitigation strategies using Risk Assessment methodology. Actively resolve any existing fraud escalations and offer solutions to manage overall client risk, bank risk and end to end experience. Collaborates with Relationship Management, and Fraud Partners to solutions are delivered timely and ensure success for both the client and the bank.
Client Success:
Proactively identify opportunities on selects product that address day-to-day banking needs of clients; proactively conducts client touchpoints to build relationships, review account structure and usage, identify client changes (both business and people) that have occurred and will be coming, and ensure banking needs are being met leading to greater client satisfaction. Collaborates with Relationship Management and Product Advisor teams as needed.